Digital Technology Performance Manager

Location: Basingstoke (Hybrid working, 3 office days per week)

Employment Type: Permanent, Full Time

Why Join Us?

 

• Annual bonus, cash car allowance and private medical insurance
• Play a key role in protecting the performance of Roadside’s digital customer journeys by connecting technology health with customer and commercial outcomes
• Work across monitoring, observability, system performance and operational insight, helping identify emerging issues quickly and ensuring the right teams are mobilised when action is needed
• Help shape and strengthen The AA’s technology performance capability, improving how we use data, dashboards, alerting and automation to support resilience, trading performance and continuous improvement

For over a century, The AA has been keeping Britain moving. Today, millions of drivers trust us to be there when it matters most, and we're equally committed to supporting the people who make that possible. With a 4.5-star Glassdoor rating, we've built a culture where colleagues are empowered to grow, collaborate and make a real impact for our customers on every journey. Which has been recognised by Sunday Times “Best Places to Work” for the last two years. 

This is the Job

We’re looking for a Digital Technology Performance Manager to join our Roadside technology team, working closely with Digital Commerce & Trading, Product, Engineering and Service teams.

You’ll provide real time visibility and insight into the health, performance and activity of the technology supporting our digital customer journeys. Connecting technology performance with customer and commercial outcomes, you’ll help us identify emerging issues and opportunities quickly and ensure the right teams are mobilised when action is needed.

This is a highly data and insight led technology role. You’ll bring together system monitoring, observability and operational insight to understand what is happening across our technology estate and what it means for our customers and business. In doing so, you’ll help protect digital trading performance, improve customer experience and strengthen the resilience and performance of our Roadside technology.

What You’ll Do

• Establish and maintain effective real time visibility of system activity, health and performance across the technology supporting Roadside digital customer journeys.
• Bring together monitoring, telemetry, operational and system data to identify anomalies, degradation, emerging risks and opportunities, translating these into clear customer, operational and commercial impacts.
• Work alongside Digital Commerce & Trading to connect technology performance with customer and trading indicators, providing timely insight to support decisions and prioritisation.
• Proactively identify and investigate emerging technology issues, coordinating Engineering, Service and other relevant teams where action is required and supporting incident and root cause analysis.
• Partner across Engineering, Product, Service Management, Data, Digital Trading and Roadside Operations to ensure technology insight informs prioritisation, resilience and continuous improvement.
• Develop and continuously improve our technology performance capability, including monitoring, dashboards, analysis, alerting and opportunities for greater automation.

What You’ll Bring

• Significant experience working within complex technology environments supporting high volume, customer facing digital services.
• Strong understanding of technology monitoring, observability, system performance and operational insight, with experience using data to identify anomalies, trends, performance issues and emerging risks.
• Good understanding of modern digital architectures, cloud technologies and the dependencies underpinning end to end customer journeys, including measures such as availability, errors, latency, throughput and system demand.
• Strong understanding of operational resilience, with experience supporting incident investigation, problem analysis and root cause identification across complex technology services.
• Proven ability to connect technology performance with customer, operational and commercial outcomes and translate complex technical information into clear, actionable business insight.
• Strong stakeholder management and influencing capability, with experience coordinating action across Engineering, Product, Service Management, Data and Commercial teams without relying on direct authority.

Nice to Have

• Experience working with technology suppliers and third party services.
• Experience within an operationally critical, high volume or regulated environment.
• Relevant technology, cloud, service management, observability or data and analytics qualifications.

## Additional Information

Belonging at The AA

At The AA, we value the unique perspectives, experiences and ideas that our people bring. We've nurtured a workplace where everyone feels valued, respected and empowered to do their best work.

Through our employee communities and inclusion initiatives, we’ve created opportunities for people to connect, share experiences and influence positive change across the business. This is a place where your voice matters and where you can belong, grow and succeed.

Driven by People, Rewarded by Benefits

We believe in rewarding our people. That's why we offer a comprehensive benefits package including;

• 25 days' annual leave plus bank holidays, the option to buy additional holiday
• Up to 7% employer pension contribution
• Free AA breakdown membership from Day One with 50% discount for family and friends, discounts on AA products including car and home insurance
• 24/7 GP access and wellbeing support for you and your family
• A wide range of employee discounts, including our popular car salary sacrifice scheme

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